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Casilando Casino - Closed account with pending £4,800 withdrawal

RESOLVED
Complaint Info
Disputed casino Casilando Casino
Reason Account closure
Amount £ 4800
Posted on June 30, 2020

I have been depositing on Casilando the first night i put in roughly 600 and got a 700 withdrawal that they sent me it within 2 working days. Went through just fine. So I decided to deposit an extra £1600+ and managed to get £4800 winnings. Even said I qualify for their loyalty program. I had been waiting over 48 hours and then I discovered I couldn't log into my account. No email or nothing.

Strange behaviour from live chat. Telling me to repeatedly come back 10 - 15 mins to speak to a senior support person. Well, after over an hour of this finally get told I'm to wait for an email which will explain what is going on with my withdrawals. I finally get an email after 3 days to submit documents. I have done this and I have not received a response in over 29 hours. Chat just keep telling me to wait.

I have gave them my birth certificate and other forms of documents because I do not have a driver's license nor a passport. Getting one during the lockdown has proven impossible. And I have never had an issue with other casinos accepting birth certificate. A reply would be nice though. If it takes over 24 - 48 hours just for a mere response then I see them dragging this out.

I would like to see this resolved responsively please.

Posted on July 2, 2020

Hello ASPARKES

Thank you for your review.

We confirm that our Accounts Team have contacted you in relation to the document request, please refer to the email from them for further clarity pertaining to your dispute.

Please note that in line with regulatory requirements and our terms and conditions https:­//w­ww.c­as­ila­ndo.co­m/g­b/t­erm­s-c­ond­itions (particularly clause 5.4 of the General Terms), we have the right to carry out additional verification checks at any time. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

Should you have any further queries or concerns in relation to this matter, please feel free to contact our Accounts Team directly, at accoun­[email protected]­cas­ila­ndo.com

Kind Regards

Casilando

Posted on July 2, 2020

Dispute still open due to saying I need Photo ID in a 30 day timeframe. I believe they are stalling because I advised them that I currently did not have a Passport or Driving license and that it would take some time to get. I have sent birth certificate, bank statements and council tax. I have never had an issue with any other casino electronically verifying me.

I have spoken to Branders and they have suggested you had accepted the documents.

So in resolution:

The time frame for renewing a passport currently is 6 - 8 weeks in the UK due to the virus. Please either allow time to obtain this for the withdrawal or return all deposits £2600.

Posted on July 3, 2020

Hello ASPARKES

Thank you for your response.

Kindly be advised that in order for a resolution to be met, the document request you received, needs to be satisfied. We can therefore confirm that no further action will be taken in this regard, until the requested information has been submitted.

Your understanding and cooperation in this respect is much appreciated.

@AskGamblers – considering the above, we would ask you to kindly close and resolve this dispute.

Regards

Casilando

AskGamblers
Posted on July 3, 2020

Dear @asparkes,

The AskGamblers Complaint Team is kindly asking you to assist the Casilando Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Posted on July 3, 2020

Yes. I will be obtaining Photo Id. It will just take me a little while longer to get but Casilando have stated both that once photo ID has been sent they will release the withdrawal. Also, that they will wait until I provide it.

This can be closed for now. Am I able to request this to be reopened if issues arise after sending passport (I doubt as I have their confirmation in writing) but you never know.

Thanks to both Casilando and Ask Gamblers for your responses.

AskGamblers
Posted on July 3, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Should you face issues with your payment/s, please feel free to contact our team and request to reopen the complaint.

We thank both parties for their assistance during the complaint process.

Casilando Casino Complaints

  • 9 of 9 resolved
  • 1 day avg response
  • 5 days avg complaint life
  • 1,196 USD avg amount

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